PRN Patient Services Representative - Outpatient Rehab (Marietta / Austell / Smyrna)

Key Responsibilities

• Interview patients and/or representatives to obtain complete and accurate demographic, financial and insurance information for billing and collections
• Screen worker's compensation, Medicare, Medicaid and managed care patients for pre-certification requirements and provider service eligibility prior to registration
• Obtain necessary customer consents/attestations
• Maintain working knowledge of insurance benefits and coverage verification
• Coordinate collection of estimated patient liabilities, including co-payments
• Respond to customer requests and answer questions regarding service and account information
• Use computer to access and/or update confidential patient records
• Answer multi-line phone system, register returning and new patients, prepare patient paperwork, verify commercial and government insurances
• Review insurance benefits with patients and understand when authorization may be required per payor requirements
• Maintain inventory of supplies and order when necessary
• Work in EPIC and OP Rehab EMR System; verify and post payments
• Follow policy for processing receipts, cash, and end of day closing of cash drawer
• Sort, organize, and maintain various documents to support front office functions
• Refer patients to financial counselor to establish financial arrangements
• Receive appointment requests from physician offices and/or employers and make pre-admission arrangements
• Greet all guests with a positive and professional attitude
• Arrange to have patients escorted to procedure areas and/or assigned rooms
• Maintain confidentiality of patient information in accordance with HIPAA regulations
• Answer incoming phone calls and route to appropriate parties
• Assist physicians and office staff as well as patients to expedite scheduling, pre-registration, pre-certification and/or prior authorizations
• Maintain courteous and cooperative working relationships with patients/families, co-workers, management, physicians, other professionals, and the general public
• Complete registration process per policy and regulatory standards
• Read physician's orders to determine services requested and assure order validity
• Obtain new medical record numbers for all new patients
• Obtain all necessary signatures and be knowledgeable regarding special forms required by third party payors
• Document explanatory notes on patient accounts regarding non-routine circumstances
• Re-verify all information at time of registration
• Understand and apply WellStar philosophy and objectives and Rehab and PAS policies and procedures
• Understand outpatient registration processes
• Work with IT/EMR on troubleshooting Registration interface errors
• Assist in verifying benefits as needed and all patients end of year
• Complete all revenue collection efforts according to policy
• Contact patients prior to initial visit to discuss co-pay and/or self-pay arrangements
• Collect co-pay amount at each visit and provide a receipt
• Balance collection log and receipts at end of each business day
• Explain prompt payment discount policies to self-pay patients
• Route self-pay patients to financial counselor for financial arrangements
• Make corrections and updates patient account information in computer as necessary
• Document concise notes regarding self-pay and co-pay collection activity
• Timely communicate on all charge addendums
• Work efficiently and accurately within designated time frame to ensure continuity of information and patient flow
• Prepare charts for the clinic in a timely manner
• Organize work, recognize and establish appropriate work priorities, and complete work in a productive manner without creating backlogs
• Maintain proficiency and accuracy in data entry skills
• Maintain working knowledge of available information system capabilities and perform all system applications required
• Fax, mail or otherwise provide medical information to referring physicians in a timely manner
• Accurately provide information to medical record company as requested for review of claims
• Effectively utilize and daily maintain all office equipment, phone system, intercom system and PC
• Keep management informed of all necessary information and reach out for assistance as needed
• Track financial/clinical statistical data as per departmental requirements and function in a clerical support role for department
• Work EPIC work queues and reports daily per demands
• Use analytical skills to effectively complete all denials in a timely manner, collaborating with other departments as needed
• Prepare and maintain accurate statistics consisting of visits, new patients, procedures, revenue, patient satisfaction, etc.
• Submit daily, weekly and/or monthly reports of statistical information to administration
• Utilize Lawson or other method appropriately to maintain departmental ordering/inventory process
• Provide secretarial support to manager and clinical staff in a timely manner, maintaining appropriate confidentiality
• Record and maintain minutes of monthly departmental meetings
• Maintain educational records for department, including entering educational information into Kronos Timekeeper
• Create charts, forms, reports and other documents on PC

Required Minimum Education

High school diploma or equivalent

Required Minimum Experience

Previous employment record reflects work stability, as indicated by an average work tenure for previous jobs of at least one (1) year. Minimum 2 years of related experience in healthcare work setting, with exposure to front office responsibilities, insurance verification and insurance authorizations preferred.

Required Minimum Skills

• Typing and data entry competency
• Work with minimal direction after training
• Basic computer skills
• Insurance terminology and knowledge, pre-certification/authorization process, medical terminology and ICD 10 knowledge preferred
• Familiarity with routine office equipment and Microsoft Office
• Demonstrated professionalism, effective communication skills and active listening